Customer Service and AI
Abstract
Dianna and Fred discuss customer service and AI: focusing on the impacts and challenges presented by the adoption of Artificial Intelligence (AI) for customer service.
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SOR 1111 Customer Service and AI
CR103: Proactive Solutions for Complex Challenges and Leadership Gaps in Facilities Management
Proactive Solutions for Complex Challenges and Leadership Gaps in Facilities Management
CR102: Talking Unified Name Space and CMMS with Zack Scriven Ahead of the Prove It Conference
SOR 1110 Consumer Electronics and Cars
Consumer Electronics and Cars
Abstract
Mojan and Fred discuss consumer electronics and cars. Consumer and automotive electronics may share similar technologies, but their reliability challenges are worlds apart. Designing for the stresses of a living room is nothing like designing for the stresses inside a car.
QDD 179: Design Clarity Through Cadence: Aligning Podcasts, Substack, and a Playbook for Teams
Design Clarity Through Cadence: Aligning Podcasts, Substack, and a Playbook for Teams
Big changes, clearer focus, and more ways to learn together. We’re tightening our cadence to two episodes a month and building monthly themes that travel across the podcast, blog, and a new Substack home—so you can go beyond ideas and into practice with tools, Q&A, and live community sessions.
Here’s what’s new and why it matters. The podcast keeps its familiar format, but now each month has a focused theme that carries into Substack deep dives. Subscribers get comprehensive guides, open Q&A weeks where we answer your specific questions in the comments, and a one-hour live chat each month to pressure-test methods on real scenarios. It’s a smarter learning loop: listen, explore, apply—then come back with better questions. You’ll also get access to the strategy vault filled with templates, worksheets, and facilitation guides.
We’re also thrilled to announce the launch of Pierce the Design Fog, a practical playbook for product, engineering, and UX teams who need structure without losing speed or humanity. With models like the concept space and ADEPT framework, you’ll align cross-functional teams, turn insights into actionable design inputs, and make confident calls under uncertainty. There’s a companion card deck—Concept Quest: Design Discovery—that acts like a portable facilitator, with prompts and instructions to guide workshops. Pre-order before October 14, 2025, to enter the card deck giveaway and bring these methods straight into your team’s next session.
Subscribe to the show, check out the Substack at qualityduringdesign.substack.com, and leave a review to help more builders find us.
CR101: Optimizing Sales and Maintenance Management while Delivering Results for Manufacturing at Tractian
Optimizing Sales and Maintenance Management while Delivering Results for Manufacturing at Tractian
SOR 1109 Planned Obsolescence
CR100: XOi is Transforming Field Service Management with Sensible Technology
SOR 1108 Training Options
CR099: The Vital Role of Facility Condition Assessments in Healthcare Management
RH003: Mastering the Art of Maintenance: Michelle Ash
Mastering the Art of Maintenance: Michelle Ash
The Reliability Hero Podcast, where real-life heroes in the maintenance and reliability field come together to share their experiences and insights. Hosted by the dynamic Andrew Daddo, this podcast delves into the world of practitioners who are passionate about pushing the limits of machinery and equipment to achieve extraordinary results.
Joining Andrew on this episode is the remarkable Michelle Ash, a true industry leader with over two decades of experience in mining and manufacturing. Michelle’s journey from a general engineer to her current role as the technology executive at Ooz Minerals is nothing short of inspiring.
As the conversation unfolds, Michelle reveals the surprises she encountered along her path to success, including unexpected opportunities that pushed her beyond her comfort zone. With the support of visionary mentors and a willingness to embrace challenges, Michelle’s rise in the industry has been awe-inspiring.
Drawing on her diverse educational background, which includes engineering, business, psychology, and economics, Michelle embodies the spirit of a lifelong learner. Her thirst for knowledge has not only propelled her career but also honed her ability to understand and influence people, making her an exceptional leader.
Andrew and Michelle delve into the often-underestimated role of engineers as both creators and communicators. They explore the challenges of selling innovative ideas and the importance of building relationships and understanding individual perspectives. Michelle’s candid anecdotes and genuine enthusiasm for driving change shine through, leaving listeners inspired and eager to tackle their own professional journeys.
Prepare to be captivated as Michelle shares her unique insights into bridging the gap between technical expertise and people skills. Her infectious passion for continuous learning and adaptability is a testament to the transformative power of embracing new ideas and perspectives.
Fascinating discussion with the recently appointed head of BHP’s Copper Assets, Michelle Ash – her time in maintenance, leadership, women and diversity in heavy industry, and automation.
RM Special Episode: SMTAI 2025 Conference & Event Preview
Special Episode: SMTAI 2025 Conference & Event Preview
This episode is all about SMTAI, surface mount Technology International, taking place OCTOBER 19 – 23, 2025 at the DONALD E. STEPHENS CONVENTION CENTER in ROSEMONT, ILLINOIS.
SMTA International is the premier gathering for innovation and collaboration in electronics assembly, surface mount technology, and advanced manufacturing.
This year, SMTAI is more than just a conference and expo. It’s an opportunity for experts, newcomers, industry leaders, and rising professionals to come together, exchange ideas, showcase breakthroughs, and shape the future of electronics manufacturing.
Over several days, you’ll see deep-technical sessions, the latest research, hands-on exhibits, and, co-located with the assembly show, you can expect a bustling expo floor where solution providers and attendees connect on everything from process optimization to next-generation materials.
To talk more about the technical conference, I’ve invited members of the conference committee to share some highlights of the conference.
Tony Lentz from FCT Assembly
Gayle Towell from Aim Solder
Tom Rovere from Lockheed Martin
Maurice Dore from Valeo
Kelly Flanagan from Rockwell
And, although not a member of the Technical Committee but a member of the SMTA Global Board of Directors and Chair of the Students and Young Professionals committee, Dr. Adam Klett of Kyzen Corporation.
More information on SMTAI is available here:
https://www.smtai.org
CR098: Bryan Bieschke CMRP of UpKeep Talking IMTS and SMRP 2024
Bryan Bieschke CMRP of UpKeep Talking IMTS and SMRP 2024
This dude has been busy hitting the trade show circuit, IMTS – International Manufacturing Technology Show a couple weeks back and heading to SMRP in Orlando next week (Oct 7-10,2024 talking real about solving maintenance management problems!! *It is not just about the software. It’s about the people, the process, and incorporating impactful maintenance and reliability best practices while building a culture of excellence. No BS. Zero #Hogwash. No buzz words.
RM 176: The Chemistry of Reliability: Choosing the Right Solder and Flux: A Conversation with Chris Ward
The Chemistry of Reliability: Choosing the Right Solder and Flux: A Conversation with Chris Ward
In this episode, I’m joined by Chris Ward, founder and Managing Director of Solderking Assembly Materials Limited, a UK-based manufacturer of solders and chemical consumables for electronic, electrical, and engineered assemblies.
Chris brings decades of experience in soldering materials and chemical formulations—and he’s built a company committed to performance, consistency, and innovation.
Earlier this year, Chris and his company were honored with the prestigious King’s Award for Enterprise in International Trade, recognizing their exceptional export growth. That recognition earned him an invitation to Windsor Castle, where he had the distinct honor of meeting King Charles III.
Today, we’ll explore the evolving world of soldering materials—from the realities behind “no-clean” flux, to reliability challenges in harsh environments, to innovations in solder chemistry that support today’s miniaturized and mission-critical electronics.
Whether you’re on the production floor, in the design lab, or managing quality and reliability, this is a conversation that brings valuable insight into the materials behind the mission.
SolderKing:
Software Root Cause Analysis (with Fault Trees)
Software Root Cause Analysis (with Fault Trees)
podcast episode with speaker Chris Jackson
Everyone knows how things fail … right? We know that we often have to deal with defects or design oversights that mean parts rub, crack, or erode quicker than we would like. And then something snaps, breaks or stops conducting, so our product stops working. But then there is software … which never fails. And that is because software only ‘fails’ when a coding error or bug makes it do something we didn’t want it to do. So it’s simple human error … which we can’t model, prevent, or create safeguards to prevent these errors … right? Wrong! And that is because software bugs are so common that we know how most of them happen. Which means we can work out what went wrong to allow that bug to happen. And that means we can quickly and efficiently improve software reliability!
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